Customer Assurance Coordinator

Arcus FM Limited.; Redditch; Hybrid; GBP 26,000 - 32,000; Part time

Benefits offered by this job

4% bonus

25 days annual leave + Bank Holidays

Group personal pension—matched 5–6%

Life Assurance

Training Sponsorship Scheme

Discounts and financial aid programs

Job summary

Arcus FM Limited is seeking a part-time Customer Assurance Coordinator to join our Redditch team, working 24 hours per week across Monday to Sunday. You will manage customer incidents and escalations, acting as a central point of contact for customers, stakeholders and senior management, ensuring timely resolution and adherence to SLAs.

The role also involves reporting and driving improvements to the customer journey.

Qualifications

• GCSEs in English and Maths are required.
• Excellent communication and customer focus are essential.
• Strong IT skills and proficiency in Microsoft Office.

Responsibilities

• Manage customer incidents and escalations with timely updates.
• Maintain central contact point for customers, stakeholders, and senior management.
• Track escalations to resolution and update FM Helpdesk systems.
• Lead senior management calls and drive contractor KPIs.
• Produce daily/weekly incident reporting for clients.

Skills

GCSE English/Math

Customer focus

IT skills

Organised

Time management

Analytical skills

Teamwork

FM experience

Data interpretation

Education

GCSEs (English & Math)

Tools

Microsoft Office

Job description

Why Join Us

We are looking for a Customer Assurance Coordinator to join our Redditch team on a part-time basis, working 24 hours per week across Monday to Sunday.

This key support role is responsible for managing customer incidents and escalations, acting as a central point of contact for customers, stakeholders, and senior management. You will ensure customer requests are resolved effectively and within agreed timescales, while meeting service level agreements and delivering excellent customer service.

What You'll Be Doing

• Communicate effectively with Senior Management and stakeholders to provide accurate and concise progress updates on escalations and incidents within the agreed service levels, both verbally and in writing.
• Identify risks and resolutions, keeping the customer and business updated and retail stores trading.
• Support the Senior Management Team in the identification of areas for improvement.
• Responsible for tracking escalations through to resolution, updating the FM Helpdesk systems with clear and concise notes.
• Ability to lead Senior Management calls, instilling confidence that the Customer Assurance Team will effectively resolve and communicate any issues or concerns.
• Drive the performance of contractors in line with company KPIs and SLAs.
• Provide technical or specialist support to the FM Direct Team and wider business across a variety of disciplines.
• Responsible for the management, collation, and distribution of daily, weekly, and ad hoc Customer Assurance reporting.
• Complete incident reporting and communication of these incidents to Senior Management. Proactively liaise with contractors to ensure potential trade loss is minimised and operations are restored as soon as possible.
• Provide a proactive approach to the analysis of high-level issues and recommend systemic and process changes to improve the customer journey. Have the knowledge and experience to understand and make sense of complex data.
• Accurately record information in all Arcus systems, making effective use of technical triaging to assist in allocating work orders right first time, ensuring client notes are updated at every contact.
• Liaise effectively with the engineer population and field management team to ensure all scheduled works are adhered to and completed within set service level agreements.
• Manage workload according to business needs and prioritise critical duties efficiently whilst communicating identified risks effectively.
• Report incidents effectively in line with our contractual obligations to clients.
• Contribute to the development and implementation of robust FM Direct team processes to ensure that a high-quality service is provided to both internal and external customers.
• Communicate effectively with Senior Management and stakeholders to provide accurate and concise progress updates on escalations and incidents within the agreed service levels, both verbally and in writing.

What We're Looking For

KNOWLEDGE AND SKILLS

• GCSEs (Grade C/4 or above) in English and Maths
• Customer-focused with excellent communication skills
• Strong IT skills, including Microsoft Office
• Highly organised with excellent attention to detail
• Able to prioritise workloads and meet deadlines in a fast-paced environment
• Strong listening, problem-solving, and analytical skills
• Confident working independently and as part of a team
• FM or support services experience desirable, but full training will be provided
• Ability to understand complex information and anticipate risks and outcomes

When you join us, you’ll receive:

• Salary: Up to £29,256 per annum (pro rata), depending on experience.
• 4% bonus, subject to achievement of targets
• 25 days annual leave + Bank Holidays.
• Group personal pension scheme of matched contributions between 5% and 6%
• Life Assurance
• Funded Training Sponsorship Scheme
• Discounts, vouchers, and financial aid programs

Don’t miss out on this great opportunity, apply today by clicking on the apply button.

Requisition ID

2026-9189